1. Save for perishable goods, all returns must be done in accordance with the instructions set out in the Return Policy. The Buyer may initiate the return process by communicating with Stars Awaken or Seller through the Platform, as the case may be. The logo(s) of the Return Policy for each Goods can be found on the Goods’ product page.
2. The Buyer may, by completing the Online Return Form, apply to return the purchased Goods to Stars Awaken or the Seller in exchange for a replacement or a refund. The Buyer shall ensure that the purchased Goods is returned to Stars Awaken or the Seller within the applicable returns eligibility period set out in the Return Policy. For avoidance of doubt, the countdown starts from the date the Buyer receives the purchased Goods to the post stamp date on the return parcel. In case of damaged goods, please contact Stars Awaken or the Seller within 48 hours of receiving the delivery to expedite the claim process.
3. The Buyer may only apply for return of the purchased Goods in the following circumstances:
3.1 The goods delivered to the Buyer are defective and/or damaged on delivery;
3.2 the Goods, in particular fashion items, which do not fit (not applicable for fashion items from overseas Sellers);
3.3 The Goods delivered to the Buyer is materially different from the description provided by the Seller in the listing of the Goods;
3.4 The goods delivered to the Buyer do not match the agreed specification (e.g. wrong size, colour, etc.) stipulated in the order;
3.5 The Buyer has a change of mind with regard to the Goods;
3.6 such other circumstances which may be prescribed by Stars Awaken on the Platform.
4. notwithstanding Clause 3. above, return or cancellation of any perishable goods are not allowed. To ensure that the Buyer is satisfied with the product the Buyer received, the Buyer should inspect the contents as soon as the order arrives.
5. The application for return of Purchased Goods may also be subject to additional terms and conditions prescribed by Stars Awaken on the Platform. Please see Help Center for further details.
6. Questions and complaints with regards to returns:
6.1 If you have any questions or complaints, you may contact Stars Awaken using the “Contact Us” page on the Platform, as applicable.
6.2 In the event that the Buyer is unable to resolve any dispute with Seller directly through amicable negotiations, Stars Awaken reserves the right to suggest and implement an appropriate resolution at its sole discretion.